Team Leader - London, United Kingdom - Hampshire Trust Bank

Hampshire Trust Bank

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.

We offer niche specialty lines SME bank targeting under-served segments, our dedicated Specialist Business Finance (Asset Finance and Wholesale), Development Finance, Bridging Finance and Specialist Mortgages teams ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.

We also provide savings accounts to individuals and businesses and since we lend to SMEs, our savers can be sure their money will help boost the British economy.

Our vision is to be the go-to bank in our chosen markets; to deliver positive customer outcomes, rewarding careers and great shareholder value through a high-performing culture grounded in excellence and integrity.

Our Values and BehaviourAll members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe inCustomers matterWe listen to our customersWe value customer relationships over transactionsWe strive to deliver what customers want, when they want it, how they want itWe prioritise customer outcomes over corporate expediencyWe deliverWe approach everything we do with discipline and set high standardsWe do more with less and embrace changeWe are fanatical about financial rigour and risk disciplineWe execute consistently with speed and accuracyWe constantly strive to improveIntegrity without compromiseWe always aim to do the right thing - we don't duck hard choicesWhen we make a mistake we own up and fix itWe are open and honest in all our communicationWe treat innovation and fresh thinking as an opportunity not a threatPeople PowerWe are a meritocracyWe empower people and make them accountableWe encourage our people to learn and growWe challenge each other honestly & constructivelyWe work as a teamWe know diversity makes us strongerWe celebrate success

Position:

The purpose of this role is to supervise the day to day workings of the Servicing and Payment Shortfall team within Specialist mortgages.

This includes oversight and allocation of team workloads, delivering SLA requirements, monthly reporting and all aspects of people management. To maintain a small pipeline of cases and act as an escalation point for any team issues.

Requirements:

You must have:

At least 3 years' experience in a customer services environment
Minimum of 3 years' experience in a servicing role in the financial industry.
Intermediate level skill in Microsoft Word and Excel are essential

Desirable:

Lending mandate
Commercial/specialist mortgage experience
Financial regulation knowledge
Collections experience
Team leader experience

Other information:

To oversee and monitor workloads for the team, allocating daily work activities to team members in line with their roles and responsibilities.
To implement effective controls and oversight to ensure team members are competent in their roles, and execute their daily responsibilities effectively, in line with bank procedures, policies and risk appetite.
All aspects of people management, including monthly 1:1, performance reviews, objective setting, absence management and the training and onboarding of new team members.
To be a referral and/or escalation point for any complex queries
To ensure procedures and policy documentation for the team remain up to date, completing reviews at least annually.
To escalate any serious team performance issues or concerns to line manager in a timely fashion
Maintain a small pipeline of customer cases, processing requests in accordance with bank policy and procedure and SLA requirements.
To achieve a mandate to authorise and approve customer enquiries, invoices and redress payments.
To complete required monthly reporting on customer servicing activity
To instil a customer first and continuous improvement mentality within the team.
To complete monthly complaints reporting, including RCA for relevant teams.
To deputise for Head of Servicing and Customer Experience in their absence
To assist with other duties required from time to time, such as attendance to monthly forums or ad hoc meetings pertaining to the team responsibilities.